Preguntas frecuentes

Our trains are handcrafted and made to order. Most orders ship within 7-14 business days (Mon-Thu). If an item is already completed, it may ship sooner.

Once shipped, delivery typically takes 3-7 business days depending on the carrier.

• Expedited shipping applies to transit time only, not production time
• Holiday periods may extend processing times
• We are unable to accommodate rush orders 

You’ll receive an email from us when your order has been prepared for shipment. This email will include your tracking number.

Please note that orders are sometimes prepared for shipment 1-2 days before the carrier scans the package. Tracking may not update immediately, so allow a couple of days for updates if you don’t see movement right away.

The Shop app may display estimated shipping and delivery dates, but these are not set by us and are sometimes inaccurate. We do not have control over what the Shop app shows and do not recommend relying on it.

For the most accurate information, use your tracking number directly on the carrier’s website (USPS, UPS, FedEx, etc.). This is the most reliable way to view tracking updates and estimated delivery dates. 

Once a package leaves our facility, we no longer have any additional information beyond what is provided in the tracking number.

If the tracking number from your shipment email shows the package as delivered, we recommend the following:

• Check with neighbors or others in your household
• Look around your delivery location (porch, mailbox, side doors, etc.)
• Contact your local carrier or post office

Occasionally, packages may be marked as delivered and arrive a day or two later.

At this point, the only information we can confirm is the address the order was shipped to. 

If your order has not shipped yet, we can usually update the address in time. If you need to make a change, email the corrected address to support@woodentrain.com as soon as possible.

Once an order has shipped, we are unable to change the address. If the package is successfully returned to us, we can resend it to the corrected address. If it is not returned to us, we are unable to resend or recover the package.

Please double-check your shipping address before placing your order, and confirm it again in your order confirmation email. Be sure to include any apartment, unit, or suite numbers, as missing details can cause delivery failure.

Unfortunately, our system does not allow us to combine separate orders.

If your order has not shipped yet, you may request cancellation and place a new order with all items together. Please include your order numbers when contacting us.

Once an order has shipped, it cannot be canceled or combined.

Unused and unopened toy train products may be returned within 30 days of delivery for a refund or exchange.

To start a return, please email support@woodentrain.com with your order number and reason for return.

Returned items must be in their original packaging and in the same condition they were received. If the original packaging is not available, items must be securely packed in a shipping box with enough cushioning to prevent damage in transit.

Shipping charges are non-refundable. If you would like to exchange an item for a different train, additional shipping charges may be required to cover the cost of sending the replacement item. 

Trains can only be exchanged for trains that are currently in stock. Trains must have been purchased directly from www.woodentrain.com or on Amazon from our store.

If your item arrives damaged, defective, or you received the wrong product, please email support@woodentrain.com within 7 days of delivery. Include your order number and photos or video of the issue.

We will gladly work with you to find a resolution and appreciate the opportunity to correct any mistake that may have passed through our checks.

Our trains are handmade toys, so small variations in shape, finish, graphics, or size are normal and part of their handcrafted nature.

We replace items only when there is a manufacturing defect, shipping damage, or an error with the item sent. Manufacturing defects are covered for 30 days from delivery and may include broken or missing parts, wheels or trucks not functioning properly, or paint/graphic defects not caused by use or exposure.

Opened, played-with, or used items cannot be returned for a refund unless there is a manufacturing defect. Normal wear and tear is not covered, including scratches, scuffs, dents, fading, chipping from play, minor loosening from handling, misuse, accidents, water exposure, heat, sunlight, or unauthorized modifications.

To keep your trains in the best condition, use them only on recommended surfaces and avoid water, extreme temperatures, and prolonged sunlight.

Once your return is received and inspected, we will notify you of the approval status.

Approved refunds will be issued to your original payment method within 5-7 business days.

Shipping charges are non-refundable.

Returns are handled directly through us and are usually the fastest way to resolve an issue.

Chargebacks are handled through the payment provider and follow their timeline. Once a chargeback has been filed, we cannot cancel or refund the order unless the chargeback is reversed.

Chargeback claims can take up to 75 days for resolution. A chargeback does not guarantee a refund if eligibility requirements are not met.

We try to update inventory daily when new trains are ready. Because everything is handcrafted, it can take time for a new batch to make its way through the workshop.

Our trains tend to sell out very quickly once they are listed. In some cases, items can sell out within minutes.

We highly recommend signing up for Back In Stock notifications. To do this, visit the sold out train you are interested in and click the green banner on the left side of the page to enter your contact information.

Notifications are sent to everyone on the list at the same time and are first come, first served. Because demand is often high, we cannot guarantee availability once a train has been restocked.

If you miss a restock, you will need to sign up again to receive notifications for future restocks.

All new releases are preordered items, and are expected to ship in 3-4 weeks after checkout. Actual trains may vary slightly from the picture, as the picture shown may be prototype.

Any non-preorder trains purchased in the same order will ship together as the preordered product. We cannot split one order into two separate shipments. If you would like another train sooner than the preorder item, please place a separate order.

We do not recommend waiting if you see a train you want.

Our stock changes often, and a train that sells out may not return to production for months. Because our trains are handcrafted in batches, availability can vary widely.

If there is a particular train your Whittle fan has in mind, we recommend purchasing it when you see it.

Yes. Our trains are safety tested annually.

Paints, finishes, and components are tested using CPSIA standards, including CA Prop 65 standards.

Our trains are recommended for ages 3+ due to small parts.

Our products are covered against manufacturing defects for 30 days from the date of delivery.

Covered issues may include:

• Broken or missing parts upon arrival
• Components not functioning as intended, such as wheels or trucks not turning properly
• Peeling or chipping of graphics or paint not caused by play, water damage, sunlight, heat exposure, or misuse

Normal wear and tear is not covered, including:

• Scratches, scuffs, or dents from play
• Fading or chipping paint or graphics over time
• Minor loosening of parts from handling
• Damage caused by misuse, accidents, water, heat, sunlight, or unauthorized modifications

No. We are unable to accommodate custom train requests and do not sell unpainted versions of our trains.

As creative folks ourselves, we know this is a bummer.  We are sorry but at this time we are not able to provide that option.  

Not currently. We sell direct to customers only at this time.

During the holiday season, processing times may increase, and address changes or order updates may not be possible before shipment.

Return requests received during the holiday season may also be delayed until after the season.

Our production shop is closed annually from December 23 through January 5.